diff --git a/content/applications/services/helpdesk/overview.rst b/content/applications/services/helpdesk/overview.rst index acf8a5972..022bd4eac 100644 --- a/content/applications/services/helpdesk/overview.rst +++ b/content/applications/services/helpdesk/overview.rst @@ -11,5 +11,5 @@ Overview overview/sla overview/receiving_tickets overview/reports - overview/forum_and_elearning + overview/help_center overview/ratings diff --git a/content/applications/services/helpdesk/overview/forum_and_elearning.rst b/content/applications/services/helpdesk/overview/forum_and_elearning.rst deleted file mode 100644 index 8c09f2479..000000000 --- a/content/applications/services/helpdesk/overview/forum_and_elearning.rst +++ /dev/null @@ -1,73 +0,0 @@ -=================== -Forum and eLearning -=================== - -Forum -===== - -To go above and beyond email, live chat, web forms, and phone lines, offer your customers a -support forum. This way, customers might become more attached to your company as they would be -investing time to get into details of your business. You also encourage the exchange of experiences -and knowledge, supporting the feeling of belonging to a community (your community!). - -Set up ------- - -Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Team` and enable *Help Center*. - -.. image:: forum_and_elearning/help_center_feature.png - :align: center - :alt: Overview of the settings page of a helpdesk team emphasizing the help center feature in - Odoo Helpdesk - -Create, or edit a forum by clicking on the external link. Among the editing options, choose -if you would like the *Forum Mode* to be *Questions*: only one answer is allowed per question or -*Discussions*: multiple answers are allowed per question. - -.. image:: forum_and_elearning/help_center_customer_care.png - :align: center - :alt: Overview of a forum’s settings page in Odoo Helpdesk - -From now on, logged in users can start their discussions. To keep track of posts, go to -:menuselection:`Website --> Forum --> Posts`. - -.. image:: forum_and_elearning/customer_care_website.png - :align: center - :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk - -Turn tickets into forum posts by simply clicking on *Share on the Forum* on the ticket's page. - -.. image:: forum_and_elearning/share_forum.png - :align: center - :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk - -eLearning -========= - -In addition to a forum, offer online courses. When doing so, you link your customers and users’ -needs and questions to useful content, helping to boost efficiency as they can also find their -answers there. - -Set up ------- - -Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams` and enable *eLearning*. - -.. image:: forum_and_elearning/elearning_feature.png - :align: center - :alt: Overview of the settings page of a customer care team emphasizing the feature elearning in - Odoo Helpdesk - -Once the structure and content of your course are ready, *Publish* it by clicking on *Unpublished*. - -.. image:: forum_and_elearning/course_website.png - :align: center - :alt: View of a course being published for Odoo Helpdesk - -To keep track of your course statistics, go to *eLearning* and *View Course*. - -.. image:: forum_and_elearning/view_course_elearning.png - :align: center - :alt: View of the elearning applications dashboard for Odoo Helpdesk - -.. todo:: DETAILS/INFO SHOULD COME FROM ELEARNING DOCS. 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See :doc:`Getting Started + ` for more information on *Helpdesk* + team settings and configuration. + +.. warning:: + Since all of the *help center* features require integration with other applications, enabling any + of them may result in the installation of additional modules or applications. + + Installing a new application on a *One-App-Free* database will trigger a 15-day trial. At the end + of the trial, if a paid subscription has not been added to the database, it will no longer be + active or accessible. + +Knowledge +========= + +Odoo's *Knowledge* application is a collaborative library where users can store, edit, and share +information. The *Knowledge* app is represented throughout the database by a *book* icon. + +.. image:: help_center/help-center-knowledge-book-icon.png + :align: center + :alt: View of a message in Helpdesk focusing on the Knowledge book icon. + +Enable Knowledge on a Helpdesk team +----------------------------------- + +To enable the *Knowledge* feature on a *Helpdesk* team, go to :menuselection:`Helpdesk --> +Configuration --> Teams` and select a team, or create a :doc:`new one +`. + +When a team has been selected or created, Odoo displays that team's detail form. + +On the team's detail form, scroll down to the :guilabel:`Self-Service` section. Click the box next +to :guilabel:`Knowledge` to activate the *Knowledge* feature. When clicked, a new field labeled +:guilabel:`Article` appears. + +Clicking the :guilabel:`Article` field reveals a drop-down menu. At first, there is only one option +in the drop-down menu titled :guilabel:`Help`, which Odoo provides by default. Select +:guilabel:`Help` from the drop-down menu to choose this article. + +.. tip:: + To create a new article, go to the :menuselection:`Knowledge app`, then hover the cursor next to + the :guilabel:`Workspace` section heading, located in the left sidebar. Moving the cursor there + reveals a hidden :guilabel:`➕ (plus sign)` icon. + + Click the :guilabel:`➕ (plus sign)` to create a new article in the :guilabel:`Workspace`. In the + upper right corner of the page, click the :guilabel:`Share` button, and slide the + :guilabel:`Share to Web` toggle switch until it reads :guilabel:`Article Published`. It can then + be added to a *Helpdesk* team. + +Once an article has been created and assigned to a *Helpdesk* team, content can be added and +organized through the *Knowledge* app. + +.. seealso:: + :doc:`Editing Knowledge articles ` + +Search articles from a Helpdesk ticket +-------------------------------------- + +When members of a *Helpdesk* team are trying to solve a ticket, they can search through the content +in the *Knowledge* app for more information on the issue. + +To search *Knowledge* articles, open a ticket — either from the *Helpdesk* app dashboard, or by +going to :menuselection:`Helpdesk app --> Tickets --> All Tickets`, and selecting a +:guilabel:`Ticket` from the list. + +When a :guilabel:`Ticket` is selected, Odoo reveals that ticket's detail form. + +Click the :guilabel:`Knowledge (book)` icon, located above the chatter to open a search window. + +.. image:: help_center/help-center-knowledge-search.png + :align: center + :alt: View of knowledge search window from a helpdesk ticket. + +.. tip:: + *Knowledge* articles can also be searched by pressing :command:`Ctrl + K` to open the command + palette, then typing :command:`?`, followed by the name of the desired article. + +When Odoo reveals the desired article, click it, or highlight the :guilabel:`Article` title, and +press :command:`Enter`. This will open the article in the :guilabel:`Knowledge` application. + +To open the article in a new tab, press :command:`Ctrl + Enter`. + +.. tip:: + If a more in-depth search is required, press :command:`Alt + B`. That will reveal a separate + page, in which a more detailed search can occur. + +Share articles to the help center +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +In order for a *Knowledge* article to be available to customers and website visitors, it has to be +published. + +.. note:: + Even though the *Help* article has been enabled on a team, Odoo will not share all the nested + articles to the web. Individual articles intended for customers **must** be published for them to + be viewable on the website. + +To publish an article, navigate to the desired article, by following the above steps, and click +the :guilabel:`Share` icon in the upper-right corner. This will reveal a menu. Slide the toggle +button labeled :guilabel:`Share to Web` to read :guilabel:`Article Published`. + +.. image:: help_center/help-center-knowledge-sharing.png + :align: center + :alt: View of a knowledge article focused on sharing and publishing options. + +Solve tickets with templates +---------------------------- + +*Template* boxes can be added to *Knowledge* articles to allow content to be reused, copied, sent as +messages, or added to the description on a ticket. This allows teams to maintain consistency when +answering customer tickets, and minimize the amount of time spent on responding to repeat questions. + +Add templates to articles +~~~~~~~~~~~~~~~~~~~~~~~~~ + +To create a template, go to :menuselection:`Knowledge --> Help`. Click on an existing nested article +or create a new one by clicking the :guilabel:`➕ (plus sign)` icon next to *Help*. + +Type `/` to open the :guilabel:`Powerbox` and view a list of :doc:`commands +`. Select or type `template`. A gray template +block will be added to the page. Add any necessary content to this block. + +.. image:: help_center/help-center-knowledge-template-options.png + :align: center + :alt: View of a template in knowledge with focus on send and copy options. + +.. note:: + Templates will only display the :guilabel:`Use as description` or :guilabel:`Send as Message` + options if they are accessed directly from *Helpdesk*. + +Use templates in tickets +~~~~~~~~~~~~~~~~~~~~~~~~ + +Templates can be used to respond directly to a *Helpdesk* ticket as a message, or to add information +to the ticket's description. + +To use templates in a *Helpdesk* ticket, first, open a ticket, either from the :guilabel:`Helpdesk` +dashboard or by going to :menuselection:`Helpdesk --> Tickets --> All Tickets` and selecting a +:guilabel:`Ticket` from the list. + +Click on the :guilabel:`Knowledge (book)` icon above the chatter for the ticket. This opens a search +window. In this search window, select, or search for the desired article. Doing so reveals that +article page in the Odoo *Knowledge* application. + +To use a template to respond to a ticket, click :guilabel:`Send as message` in the upper right +corner of the template box, located in the body of the article. + +Doing so opens a :guilabel:`Compose email` pop-up window. In this window, select the recipients, +make any necessary additions or edits to the template, then click :guilabel:`Send`. + +.. tip:: + To use a template to add information to a ticket's description, click :guilabel:`Use as + description` in the upper right corner of the template box, located in the body of the article. + Doing so will not replace the existing text in a ticket's description. The template will be added + as additional text. + +Community Forum +=============== + +A *Community Forum* provides a space for customers to answer each other's questions and share +information. By integrating a forum with a *Helpdesk* team, tickets submitted by customers can be +converted to posts and shared. + +Enable forums on a Helpdesk team +-------------------------------- + +To enable :guilabel:`Community Forums` on a *Helpdesk* team, start by navigating to +:menuselection:`Helpdesk app --> Configuration --> Teams` and select a team, or create a :doc:`new +one `. + +Selecting or creating a team reveals that team's detail form. Scroll down to the +:guilabel:`Self-Service` section of features, and enable :guilabel:`Community Forum`, by checking +the box beside it. + +When activated, a new field labeled :guilabel:`Forums` appears beneath. + +Click the empty :guilabel:`Forums` field to reveal a drop-down menu. By default, there is only one +option to begin with, labeled :guilabel:`Help`. That is the option Odoo automatically created when +the :guilabel:`Community Forums` feature was enabled. Select :guilabel:`Help` from the drop-down +menu to enable that forum. + +To create a new forum, type a name into the blank :guilabel:`Forums` field, then click the +:guilabel:`Create and Edit` option. Multiple forums can be selected in this field. + +Set up a forum +-------------- + +The settings on a forum are managed through either the *Website* or *eLearning* applications. From +the Odoo Dashboard, navigate to :menuselection:`Website --> Configuration --> Forums` or +:menuselection:`eLearning --> Forum --> Forums`. In either case, select a forum to edit from the +list. + +On the forum detail form, select a mode. + +The :guilabel:`Questions` mode allows for one answer/response for each post, while +:guilabel:`Discussion` mode allows for multiple responses. To limit the forum to a single website, +select it from the :guilabel:`Website` field. + +Under the :guilabel:`Order and Visibility` section, in the :guilabel:`Options` tab, choose how the +posts should be sorted, by modifying the :guilabel:`Default Sort` field. Change the +:guilabel:`Privacy` setting to change which users will have access to the forum. + +Below these settings, there is space to add a description for the forum. This description will be +visible on the website where the forum is published. + +.. image:: help_center/help-center-forum-settings.png + :align: center + :alt: Overview of a forum's settings page in Odoo Helpdesk. + +Karma gains and karma related rights +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +When users interact on forums - either through posting questions, submitting answers, or upvoting +responses - they earn points, called *karma*. + +Karma points are used to build the credibility of a user within the community. The more positive +interactions a user has on the forum, the more karma points they gain. Certain activities, such as +posting without validation, or editing posts, require users to have earned a specific level of karma +points to prove their legitimacy and trustworthiness. + +These figures can be adjusted on the :guilabel:`Karma gains` and :guilabel:`Karma related rights` +tabs, located on the forums detail form. + +.. tabs:: + + .. tab:: Karma gains + + In the :guilabel:`Karma gains` tab, there are listed actions that will cause users to gain + (or lose) karma points. Those actions are: + + - Asking a question + - Question upvoted + - Question downvoted + - Answer upvoted + - Answer downvoted + - Accepting an answer + - Answer accepted + - Answer flagged + + .. tab:: Karma related rights + + In the :guilabel:`Karma related rights` tab, there are listed activities that users cannot + complete, without having a specific level of karma points. Those activities are: + + - Ask questions + - Answer questions + - Upvote + - Downvote + - Edit own posts + - Edit all posts + - Close own posts + - Close all posts + - Delete own posts + - Delete all posts + - Nofollow links + - Accept an answer on own question + - Accept an answer to all questions + - Editor features: image and links + - Comment on own posts + - Comment on all posts + - Convert own answers to comments (and vice versa) + - Convert all answers to comments (and vice versa) + - Unlink own comments + - Unlink all comments + - Ask questions without validation + - Flag a post as offensive + - Moderate posts + - Change question tags + - Create new tags + +Create a forum post from a Helpdesk ticket +------------------------------------------ + +When a *Helpdesk* team has a *Forum* enabled, tickets submitted to that team can be converted to +forum posts. + +To do that, select a ticket, either from a team's pipeline or from :menuselection:`Tickets --> All +Tickets` in the :guilabel:`Helpdesk` application. + +At the top of the ticket detail form, click the :guilabel:`Share on Forum` button. + +.. image:: help_center/help-center-share-on-forum.png + :align: center + :alt: Overview of the Forums page of a website to show the available ones in Odoo Helpdesk. + +When clicked, a pop-up appears. Here, the post and title can be edited to correct any typos, or +modified to remove any proprietary or client information. :guilabel:`Tags` can also be added to +help organize the post in the forum, making it easier for users to locate during a search. When all +adjustments have been made, click :guilabel:`Create and View Post`. + +eLearning +========= + +Odoo *eLearning* courses offer customers additional training and content in the form of videos, +presentations, and certifications/quizzes. Providing additional training enables customers to work +through issues and find solutions on their own. They can also develop a deeper understanding of the +services and products they are using. + +Enable eLearning courses on a Helpdesk team +------------------------------------------- + +To enable *eLearning* courses on a *Helpdesk* team, go to :menuselection:`Helpdesk --> Configuration +--> Teams` and select a team, or create a :doc:`new one +`. + +On the team's settings page, scroll to the :guilabel:`Self-Service` section, and check the box next +to :guilabel:`eLearning`. A new field will appear below, labeled :guilabel:`Courses`. + +Click the empty field next to :guilabel:`Courses` beneath the :guilabel:`eLearning` feature to +reveal a drop-down menu. Select an available course from the drop-down menu, or type a title into +the field, and click :guilabel:`Create and edit` to create a new course from this page. Multiple +courses can be assigned to a single team. + +Create an eLearning course +-------------------------- + +A new *eLearning* course can be created from the :guilabel:`Helpdesk` team's settings page, as in +the step above, or from the *eLearning* app. + +To create a course directly through the *eLearning* application, navigate to +:menuselection:`eLearning --> New`. This reveals a blank course template that can be customized and +modified as needed. + +On the course template page, add a :guilabel:`Course Title`, and below that, :guilabel:`Tags`. + +Click on the :guilabel:`Options` tab. Under :guilabel:`Access Rights`, choose the :guilabel:`Enroll +Policy`. This determines which users will be allowed to take the course. Under :guilabel:`Display`, +choose the course :guilabel:`Type` and :guilabel:`Visibility`. The :guilabel:`Visibility` setting +determines whether the course will be available to public site visitors or members. + +Add content to an eLearning course +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +To add content to a course, click the :guilabel:`Content` tab and select :guilabel:`Add Content`. +Choose the :guilabel:`Content Type` from the drop-down menu and upload the file, or paste the link, +where instructed. Click :guilabel:`Save` when finished. Click :guilabel:`Add Section` to organize +the course in sections. + +.. image:: help_center/help-center-elearning-course-contents-page.png + :align: center + :alt: View of a course being published for Odoo Helpdesk. + +.. note:: + In order to add a certification to a course, go to :menuselection:`eLearning --> Configuration + --> Settings`, check the box labeled :guilabel:`Certifications`, and :guilabel:`Save` to activate + the setting. + +.. seealso:: + `Odoo Tutorials: eLearning `_ + +Publish an eLearning course +--------------------------- + +To allow customers to enroll in a course, both the course and the contents need to be published. + +If the course is published, but the contents of the course are not published, customers can enroll +in the course on the website, but they won't be able to view any of the course content. Knowing +this, it may be beneficial to publish the course first if the course contents are intended to be +released over time, such as classes with a weekly schedule. + +To make the entire course available at once, each piece of course content must be published first, +then the course can be published. + +To publish a course, choose a course from the *eLearning* dashboard. On the course template page, +click the :guilabel:`Go to Website` smart button. + +This will reveal the front end of the course's web page. At the top of the course web page, move +the :guilabel:`Unpublished` toggle switch to :guilabel:`Published`. + +Publish eLearning course contents from the back-end +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +To publish *eLearning* course content from the back-end, choose a course from the *eLearning* +dashboard. On the course template page, click the :guilabel:`Published Contents` smart button. + +Doing so reveals a separate page displaying all the published content related to that course. Remove +the default :guilabel:`Published` filter from the search bar in the upper-right corner, to reveal +all the content related to the course - even the non-published content. + +Click the :guilabel:`≣ (List View)` icon in the upper-right corner, directly beneath the search bar +to switch to list view. + +While in :guilabel:`List View`, there is a checkbox on the far left of the screen, above the listed +courses, to the left of the :guilabel:`Title` column. When that checkbox is clicked, all the course +contents are selected at once. + +With all the course content selected, double click any of the boxes in the :guilabel:`Is Published` +column. This reveals a pop-up window, asking for confirmation that all selected records are intended +to be published. 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